Re: CMDB 2.0 - how to create AST: forms for new class?

[Anjali Gosain]

This is a multi-part message in MIME format.**




Hi ,
Thanks for the responses.
I do not have Asset Management installed. I just want to use them with
helpdesk. Using the 'Manage CI '  dialog box. Is there any other way to
create the form?

I even tried to create the form using Application pending form. But I
created a separate form instead of using SHR:SchemaNames. Could that be
a problem? I ll definitely try it again with SHR:SchemaNames. Will it
add the workflow also to the AST: form? 

Anjali


Ken LaPierre wrote:

  Its actully a view of the SHR:SchemaName form. Pushes a record to the 
Application Pending form. May have to remove the -R parameter from the 
command line though.

Ken


- Original Message -
From: "Brian Baker (bbaker2)" <[EMAIL PROTECTED]>
Date: Wednesday, August 2, 2006 9:31 am
Subject: Re: CMDB 2.0 - how to create AST: forms for new class?
To: arslist@ARSLIST.ORG

  
  
The new utility is in the Application Administration Console. Under
Custom Configuration, go to Asset Management > Advanced Options > Sync
Asset UI with CMDB. 

Brian
-Original Message-
From: Action Request System discussion list(ARSList)
__20060125___This posting was submitted with HTML in it___

Re: Remedy Integration with Oblicore

[Rami S Ayoub]

Good morning,

Have any of you successfully integrated Oblicore SLA Management with Remedy,
and if so, would you please share your experiences with the list?

Thanks in advance for your assistance.

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: SLA on ARS 7.0

[Watson, Matthew (Melbourne)]

Thanks Ed,

The SLA 6 - SLM 7 maintenance/upgrade transition aside, my immediate
concern is confirming that SLA 6.0 won't actually function on an AR
System 7.0 server. This is the part that contradicts the compatibility
matrix (as of yesterday it still did anyway..). Generally the AR
upgrades don't impact on application functionality or if they do this is
supported and workarounds/minor impacts are covered in the
documentation. In fact, the AR 7 documentation does include
considerations for ITSM 6.0.

We're not looking at an ITSM 7 upgrade just yet, we're happy with ITSM
6. But an upgrade to AR System 7.0 is definitely something we are
looking to do before the end of the year. This could be a sticking
point

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ed White
Sent: Wednesday, 2 August 2006 10:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA on ARS 7.0

I submitted a ticket to Support.  Here is what I submitted and the
response that I got.

Question:
I just received a letter last week from BMC concerning the SLA
application and ARS 7.0.  The letter states that Remedy Service Level
Agreements does not run on the new Action Request System 7.0 Platform.
Is this true?  The letter also states "Until June 30, 2007, you can
replace current products and user licenses and we will waive the license
fees".  This means that I have to have a system that I cannot access
right now to find out how it works because there is not sample data,
validated and tested in three environments after an upgrade tool will be
provided, who only knows when, and then take down my entire system and
trust that when I upgrade a server and ITSM application at the same
time(BMC requirement if I want to continue to have and SLA/SLM
functionality) that everything is going to work just fine on BMC's word,
and I have until June 30th to complete or risk a $40,000 SLM license
fee.  I just want to validate this before I go to my people in charge of
money, who are already a bit upset with BMC because we were in the
process of implementing change tasking and now are being told that the
upgrade tool will not deal with it because a function that was part of
the HD 6.0 will be looked at by the upgrade tool as a
customization.-

Answer: 
Ed
You are correct that the SLA key will not roll forward to 7.0. The new
key is called Service Level Management that replaces the SLA key in
version 6.0. If you want to upgrade your whole ITSM suite of keys then
according to what we know that is correct you will need to pay for the
SLM key.

Kind regards,

This letter also stated that you had to complete this process by June
30,2007 or you would have to pay for the SLM module (40,000).  They
would no longer allow a free upgrade.  Not all of my questions were
answered, especially in regard to what is included with the Upgrade
tool.  I will let you know what I find.

Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Matthew (Melbourne)
Sent: Wednesday, August 02, 2006 12:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA on ARS 7.0

Very strange - SLA 6.0 is listed on the compatibility matrix as being
fully compatible with AR System 7.0.

Has anyone else received this letter?

Matt
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma
Sent: Wednesday, 2 August 2006 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA on ARS 7.0

>From the letter I received, yes, you are interpreting it correctly.

Terry


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Ed White
Sent: Tuesday, August 01, 2006 4:37 PM
To: arslist@ARSLIST.ORG
Subject: SLA on ARS 7.0


Listers:

Did anyone else receive the letter from BMC that states "Note to Remedy
Customers:  Remedy Service Level Agreements does not run on the new
Action Request System 7.0 platform".

If so am I interpreting this correctly to mean that if you use the ITSM
suite along with SLA, in order to not have a disruption to your SLA
functionality, you must upgrade the server version and migrate your ITSM
application at the same time?

Any insight or opinions on this I welcome.

Thanks.



___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org









**
The information in this e-mail is confidential and may be legally
privileged.
It is intended solely for the addressee.  Access to this e-mail by
anyone else is unauthorised.  If you have received this communication in
error, please notify us immediately by return e-mail with the subject
heading 

OT: (Demo) Report on Field, Schema, FLTR, ACTL and ESC changes from User Tool.

[igor ivanov]

Hello, list

Small Deployable Application was created for me by me...

It is the Demo version (for the "Demo" User) and 
it is my first attempt to submit Encrypted and Hidden Application (if it's 
acceptable)

Please, do not judge my "Skull" very strong.

Import and use at your own risk FOR FREE.

I just need some advice if it makes sense to go any further.

The idea was to create Requirements Analysis and Project Management 
Application.

Allows and helps(when there is more than one developer and you just whant 
to know what's going on):
- From Display-Only Console "Demo" User reports on arschema, field, filter, 
actlink and escalation View Forms.
- Search and Sort by "timestamp" and "lastChanged".
- Modify "helpText" and "Changes" Diary.
- Enable/Disable WF.
- "Play" with version numbers.

Created in ARS 6.3.(Should work in all versions)
600 KB Def File:
1 Console
5 View Forms, could be more...
14 Active Links

http://winbeing.bravehost.com

Please, contact me off-the-list.

Cheers,

igor ivanov - RSP
[EMAIL PROTECTED]
703-605-1837

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Mid-Tier architecture question

[Adam Pederson]

Hey David:

As a general rule of thumb for performance purposes I suggest that a max
100-120 full time users will offer the best performance for Midtier.  After
that I've seen significant performance hits on all versions of MT prior to
7.  At this point I don't have firm production numbers for MT7, but my guess
would be that it would be in the same ballpark.

Regards,

Adam Pederson
ITSM Consultant
Xinify Technologies, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
Sent: Wednesday, August 02, 2006 5:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question

Hi James and John

Thanks for your advice.  One subsidiary question (and I know that the answer
depends on lots of variables…).  Does anyone have any rough and ready advice
on how many concurrent users a single Mid-Tier server can handle without
performance degrading significantly?  Assume MT servers with 4MB RAM running
Tomcat/Apache.  By Users I mean full-time support users working in the
application for most of the day. Probably about 600 users, with 250
concurrent.

Possible architecture would be as shown below which would give about 80
users per MT.  Is that a reasonable number?:

ARS ---| | MidTier |
ARS ---|-- LoadBalancer-- FW --| MidTier |-- LoadBalancer--VPN -- Users
ARS ---| | MidTier |

Then an extra MT perhaps to maintain performance levels if one goes down and
is skipped by the load balancer.

TIA

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Wednesday, August 02, 2006 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question

David: 
  
You seen the other reply to your message?  I recommend, as well as the other
poster, that you go with the DMZ based MT servers and long 'loop' the users:
  
ARS---FW(internal/DMZ)---MT(In DMZ) --(PIPE)---FW(if
needed)--User 
  
You might want to Load Balance/Hot Backup the Mid Tier servers. 
  
And I highly recommend the usage of SSL between your MT servers and the user
unless the pipe is a Virtual Private Network or is otherwise encrypted.
  
James Mckenzie 
  
 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders 
Sent: Tuesday, August 01, 2006 2:27 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 

** 
Hi James 
  
No encryption, possibly SSL, 'heavy' app with lots of forms. 
  
Regards 
  
David Sanders 
Remedy Solution Architect 
Enterprise Service Suite @ Work 
== 
ARS List Award Winner 2005 
Best 3rd party Remedy Application 
  
tel +44 1494 468980 
mobile +44 7710 377761 
email [EMAIL PROTECTED] 
  
web http://www.westoverconsulting.co.uk
 
  
 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Tuesday, August 01, 2006 9:24 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 
  
David: 
  
Here is one more question.  How many users and forms would be accessed.  It
is very intense to send form data back and forth, but not user data.  Also,
is the data between the MT server and ARS server to be highly encrypted (128
bit or higher)?  Is the MT server to run in SSL mode?  

Here is what I see right now: 
  
If there are many forms to be accessed with frequent form changes, then you
would be best off setting the MT servers in a DMZ (if your users are not on
a company provided VPN type connection) local to the ARS servers with high
encryption between the ARS server and MT server with SSL enabled to the
outside connection.  If you have many users (100+) I would look at a
load-balancing solution.  Also, I would use this if the out office users are
not frequently connecting.
If you are running over a VPN to a central office in the areas that you
mentioned and the number of forms is low or there are not frequent changes,
and the users are connecting over a company provided VPN type connection,
then you might be better off locating the MT servers "over the horizon" and
closer to the overseas offices.  
Given that you are looking at 2MB of throughput to each outside location,
the problem may be delay between the MT server and the ARS server and not
the amount of data sent.
Given the amount of information provided, I would go with the DMZ solution
and high encryption between user using SSL 128bit or higher an

Re: Mid-Tier architecture question

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Mid-Tier architecture question
**





David:


Figure that 100 very busy users can be supported by one MT server and go from there
I've seen as many as 400 on one system but that is pushing it.


James McKenzie
 


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders
Sent: Wednesday, August 02, 2006 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question


Hi James and John


Thanks for your advice.  One subsidiary question (and I know that the answer depends on lots of variables...).  Does anyone have any rough and ready advice on how many concurrent users a single Mid-Tier server can handle without performance degrading significantly?  Assume MT servers with 4MB RAM running Tomcat/Apache.  By Users I mean full-time support users working in the application for most of the day. Probably about 600 users, with 250 concurrent.

Possible architecture would be as shown below which would give about 80 users per MT.  Is that a reasonable number?:


ARS ---|             | MidTier |
ARS ---|-- LoadBalancer-- FW --| MidTier |-- LoadBalancer--VPN -- Users
ARS ---|             | MidTier |


Then an extra MT perhaps to maintain performance levels if one goes down and is skipped by the load balancer.


TIA


David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC

HQISEC/L3
Sent: Wednesday, August 02, 2006 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question


David: 
  
You seen the other reply to your message?  I recommend, as well as the other poster, that you go with the DMZ based MT servers and long 'loop' the users:

  
ARS---FW(internal/DMZ)---MT(In DMZ) --(PIPE)---FW(if needed)--User 
  
You might want to Load Balance/Hot Backup the Mid Tier servers. 
  
And I highly recommend the usage of SSL between your MT servers and the user unless the pipe is a Virtual Private Network or is otherwise encrypted.

  
James Mckenzie 
  

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders
Sent: Tuesday, August 01, 2006 2:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question 


** 
Hi James 
  
No encryption, possibly SSL, 'heavy' app with lots of forms. 
  
Regards 
  
David Sanders 
Remedy Solution Architect 
Enterprise Service Suite @ Work 
== 
ARS List Award Winner 2005 
Best 3rd party Remedy Application 
  
tel +44 1494 468980 
mobile +44 7710 377761 
email [EMAIL PROTECTED] 
  
web http://www.westoverconsulting.co.uk
 
  
 
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Tuesday, August 01, 2006 9:24 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 
  
David: 
  
Here is one more question.  How many users and forms would be accessed.  It
is very intense to send form data back and forth, but not user data.  Also,
is the data between the MT server and ARS server to be highly encrypted (128
bit or higher)?  Is the MT server to run in SSL mode?  


Here is what I see right now: 
  
If there are many forms to be accessed with frequent form changes, then you
would be best off setting the MT servers in a DMZ (if your users are not on
a company provided VPN type connection) local to the ARS servers with high
encryption between the ARS server and MT server with SSL enabled to the
outside connection.  If you have many users (100+) I would look at a
load-balancing solution.  Also, I would use this if the out office users are
not frequently connecting.
If you are running over a VPN to a central office in the areas that you
mentioned and the number of forms is low or there are not frequent changes,
and the users are connecting over a company provided VPN type connection,
then you might be better off locating the MT servers "over the horizon" and
closer to the overseas offices.  
Given that you are looking at 2MB of throughput to each outside location,
the problem may be delay between the MT server and the ARS server and not
the amount of data sent.
Given the amount of information provided, I would go with the DMZ solution
and high encryption between user using SSL 128bit or higher and high
encryption between the ARS server and the MT server through a dedicated port
on the inside the company firewall.


James McKenzie 
  
 
F

Re: Mid-Tier architecture question

[David Sanders]

Hi James and John

Thanks for your advice.  One subsidiary question (and I know that the answer
depends on lots of variables…).  Does anyone have any rough and ready advice
on how many concurrent users a single Mid-Tier server can handle without
performance degrading significantly?  Assume MT servers with 4MB RAM running
Tomcat/Apache.  By Users I mean full-time support users working in the
application for most of the day. Probably about 600 users, with 250
concurrent.

Possible architecture would be as shown below which would give about 80
users per MT.  Is that a reasonable number?:

ARS ---| | MidTier |
ARS ---|-- LoadBalancer-- FW --| MidTier |-- LoadBalancer--VPN -- Users
ARS ---| | MidTier |

Then an extra MT perhaps to maintain performance levels if one goes down and
is skipped by the load balancer.

TIA

David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
ARS List Award Winner 2005
Best 3rd party Remedy Application
 
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
 
web http://www.westoverconsulting.co.uk
 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Wednesday, August 02, 2006 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question

David: 
  
You seen the other reply to your message?  I recommend, as well as the other
poster, that you go with the DMZ based MT servers and long 'loop' the users:
  
ARS---FW(internal/DMZ)---MT(In DMZ) --(PIPE)---FW(if
needed)--User 
  
You might want to Load Balance/Hot Backup the Mid Tier servers. 
  
And I highly recommend the usage of SSL between your MT servers and the user
unless the pipe is a Virtual Private Network or is otherwise encrypted.
  
James Mckenzie 
  
 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders 
Sent: Tuesday, August 01, 2006 2:27 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 

** 
Hi James 
  
No encryption, possibly SSL, 'heavy' app with lots of forms. 
  
Regards 
  
David Sanders 
Remedy Solution Architect 
Enterprise Service Suite @ Work 
== 
ARS List Award Winner 2005 
Best 3rd party Remedy Application 
  
tel +44 1494 468980 
mobile +44 7710 377761 
email [EMAIL PROTECTED] 
  
web http://www.westoverconsulting.co.uk
 
  
 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC
HQISEC/L3
Sent: Tuesday, August 01, 2006 9:24 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 
  
David: 
  
Here is one more question.  How many users and forms would be accessed.  It
is very intense to send form data back and forth, but not user data.  Also,
is the data between the MT server and ARS server to be highly encrypted (128
bit or higher)?  Is the MT server to run in SSL mode?  

Here is what I see right now: 
  
If there are many forms to be accessed with frequent form changes, then you
would be best off setting the MT servers in a DMZ (if your users are not on
a company provided VPN type connection) local to the ARS servers with high
encryption between the ARS server and MT server with SSL enabled to the
outside connection.  If you have many users (100+) I would look at a
load-balancing solution.  Also, I would use this if the out office users are
not frequently connecting.
If you are running over a VPN to a central office in the areas that you
mentioned and the number of forms is low or there are not frequent changes,
and the users are connecting over a company provided VPN type connection,
then you might be better off locating the MT servers "over the horizon" and
closer to the overseas offices.  
Given that you are looking at 2MB of throughput to each outside location,
the problem may be delay between the MT server and the ARS server and not
the amount of data sent.
Given the amount of information provided, I would go with the DMZ solution
and high encryption between user using SSL 128bit or higher and high
encryption between the ARS server and the MT server through a dedicated port
on the inside the company firewall.

James McKenzie 
  
 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders 
Sent: Tuesday, August 01, 2006 1:12 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 
  
** 
Hi James 
  
Scenario 1 - MT Servers local to ARS, they would be on same LAN as the ARS
server and firewall(s) would be between the end-users browsers and this.
ARS---FW---MT --pipe--- FW--Users 
  
Scenario 2 - MT Servers local to Users. 
ARS---

Asset 6 customizations and CMDB

[Jason Miller]

**
Hi all,I have CMDB 1.1 and ITSM 6 with Asset Management. I haven't had a chance to go to CMDB training yet so I am learning as I go. Since asset management sits on top of the CMDB are there any issues or gotchas modifying the AST forms directly?
For instance I added a new attribute to the Computer System class (Char field) using the class manager (not bad, the only custom data field we needed from AM 4). Now I need the new field to show up on AST:ComputerSystem. 
Since it is an AM form can I just add it to the AST join form in the admin tool without any problems? Is there any metadata that goes along with the AM module or just CMDB? Is making changes to the AST forms and workflow just like modifying a join form and workflow in the good old days?


Deleting the AST form and using the CMDB2Asset utility to recreate it just doesn't give me a warm and fuzzy feeling. As far as I have see so far the AM module is just added functionality to the CMDB but does not affect the CMDB itself (other then the data being stored in the CMDB).
Thanks,Jason
__20060125___This posting was submitted with HTML in it___

Hummingbird vs Remedy OLE spell check

[William Broderick]

Hi listers,

We have been using OLE calls from Remedy to Word for spell checking fine 
for the last three years, but now management wants to bring in Hummingbird 
and in testing we are now getting errors. It looks like Hummingbird sees a 
file closing and interrupts the Remedy OLE calls with a bunch of annoying 
messages and errors. 

The first message is "Do you want to save the changes you made to 
document1?" And then depending on what you answer you may or may not get a 
bunch of others. 

We opened a ticket with Remedy Support but so far they seem stumped too. 
Has anyone else run into this? 

HPD 6.0
ARS 6.3
MS SQL Server

As always any help greatly appreciated!
Bill Broderick
OCC

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Remedy Intergration with AceComm

[Audrey Franklin]

Good Afternoon,

Have any of you successfully integrated AceComm with Remedy, and if so, 
would you please share your experiences with the list?

Thanks in advance for your assistance.

Audrey Franklin
ITS-eCOMMS
New York University
Tel: 212 998 1146
[EMAIL PROTECTED]

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

OT:JOB:FullTime Remedy Developer/Administrator

[Steve Miller]

Specialist, AD: The Hartford Financial Services Group Inc
 
 
 Job ID 027354 
Position Type Full-Time Employee 
Company Name The Hartford Financial Services Group Inc 
Location Hartford, CT 
Salary Unspecified 
Date Posted August 2, 2006 
Experience 2-5 Years Experience 

View The Hartford Financial Services Group Inc profile and job listings  
  
 
WHY JOIN THE HARTFORD?

As a global leader in insurance, asset management and financial service 
products, we offer professionals every possibility for growth. And whether 
we're helping customers or building careers, we're experts at creating the 
kind of advantages that help people reach their goals.

WHAT ARE WE LOOKING FOR?

Qualified candidates will have the following requirements:

Candidate must have development and administrative support experience with 
the Remedy Action Request System (v 5.1.2 or newer) as well as the Remedy 
Help Desk and Change Management applications. Knowledge of CMDB is a plus. 
Knowledge of ITIL concepts, Unix, Oracle C++, Java Scripting will be a 
plus. Candidate must have solid analytical, system design and problem 
solving skills. Candidate must have excellent written and verbal 
communication skills and must be able to work in a team environment with 
shared team accountability.

WHAT ARE THE RESPONSIBILITIES OF THE POSITION?

Successful incumbents will be responsible for: customer, product and 
production for our implementation of the Remedy infrastructure. This 
includes participation in the current activity to upgrade to the new 
release 7.0 system. It will include support of the Online Services 
applications for Service Requests, Incident Management, Problem 
Management, Change Management and Configuration Management. Position will 
also require participation in beeper coverage rotation.

WHAT IS THE COMPENSATION OPPORTUNITY?

At the Hartford, our compensation philosophy is simple: we pay competitive 
base salaries and reward performance. In addition, you will be eligible to 
participate in our comprehensive benefits program including Medical, 
Dental, Life and Disability Insurance, a 401K Plan, an Employee Stock 
Purchase Plan and more.

WHAT ELSE CAN YOU TELL ME?

The Hartford is:

Listed as of the 100 largest companies in the country by Fortune Magazine
Listed as one of Fortune's "Most Admired Companies"
One of the "10 best Companies for Women" (Health Magazine 2002)
# 1 in Broker sold Annuities since 1993
# 1 seller of Variable Universal Life Insurance
# 2 seller of Group Disability Insurance
Top 10 US Commercial Insurance carrier
Top 10 Overall Property & Casualty insurer

If you are a self-starter, have an entrepreneurial spirit, energy, and a 
positive attitude, this position is for you.

** NO AGENCIES PLEASE **

An Equal Opportunity Employer

"Committed to building inclusion and leveraging diversity"
 

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Customer Support Users

[Zipprich, Gregory J Civ ARPC/DPD]

1.  Yes, we do.  We're back-ending Remedy with SQL Server 2000.  What we did
is developed a SQL job that checks how long the oldest outbound email with
send_message 'yes' has been sitting in the queue and if it's over a certain
amount of time (15 minutes or so) it'll stop the email engine and then start
it back up.  We also have it send an email to a distro list of admins.  If
the email runs over a secondary amount it will shut the email down
completely.  It then also sends a message out to the admins.  We schedule
the job to run every 10 minutes or so.  It's quick and very effective.

2.  What we did was include the issue id on the outbound emails so that when
a person replies to the email we use a filter to scan that subject to
determine which issue it is.  Then you just find the assigned person to the
issue and send a notification to them.  For emails that we can't find an
issue it creates a new issue and assigns it to a default person who can then
go in and manually determine what to do with it.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sarah Lake
Sent: Wednesday, August 02, 2006 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Customer Support Users

Hi Listners,

I have two questions to ask. 

1. Has anyone developed a workflow via remedy or some other program which 
can check if remedy email engine is running? And if it is down it should 
notify remedy admin. 

2. Is anyone using email to update activity for issue in customer support 
module?  Has anyone customized notification within remedy workflow. 
When activity is updated via remedy application services, notify Assigned 
person about the update. 
Any ideas how to accomplish this? 


Thanks  

 


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Customer Support Users

[Heider, Stephen]

**



 
Here is the way I implemented it 
here:
 
- button on a console form that will stop the email 
service
- button on a console form that restarts the email 
service (stops, then starts)
 
- escalation pushing to a command form that in 
turn queries the email form for any message that was created over 
30 minutes ago.
   -- when found then the email engine 
service is automatically restarted.
 
I consider it important for the Remedy Administrator to 
have the ability to instantly turn off email notifications.  One reason is 
if you need to test something that may generate email.  If the email engine 
is stopped then you have the opportunity to delete them before they get sent to 
users.
 
Another reason is when something went wrong (like 
sending a notification to user "0") and masses of email are being sent, or if 
there is bug in the email engine itself.  In this instance you need 
the ability to stop the email engine as quickly as possible.  Pulling up 
the Services application (for Windows) and locating and stopping the 
service takes more time. Plus, you may be away from a computer when this occurs. 
If the ability to stop/restart the email engine is tied to a simple button click 
then you could allow certain users to have access to these buttons without 
granting them permission to the server and its services.
 
Although I haven't had the time to do this, I 
mentioned it in a post a few months ago - I plan to create a web app the 
runs on a BlackBerry (or any phone/PDA that can run an asp.net web page) that 
allows me to perform administrator functions like stopping and starting the 
email engine from my BlackBerry.   I would then have the ability to 
control the Remedy system from almost anywhere in the 
country. 
 
HTH
 
Stephen
 
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dave 
BarberSent: Wednesday, August 02, 2006 3:07 PMTo: 
arslist@ARSLIST.ORGSubject: Re: Customer Support 
Users
** 
Sarah,
 
Lol, we always wait for no notifcations to come through  ("yo, dudes, 
we've had no notication mails for 30 minutes).
 
But another possible way, say in a situation where e-mail has fallen over, 
you could have a fall back following freds suggestion - count the number of 
entries with "Send Mail", over a certain number (depending upon your e-mail 
workload I guess), and you could create a new helpdesk ticket. 
 
I know that quite a few people would be more likely to believe the 
reliability of our AR Servers over the reliabiltiy of our Exchange servers (no 
unscheduled down time in over 6 years on ARS, but our exchange servers go flaky 
every few weeks). 
 
As for point 2, depending on how you are updating the forms, it is possible 
that the current notifications may work.  Our apps notify assignees and 
groups of updates to tickets, they are triggered on modify, which should work 
the same via other updates. 
 
Regards
 
Dave 
On 02/08/06, Sarah 
Lake <[EMAIL PROTECTED]> 
wrote: 
Hi 
  Listners,I have two questions to ask.1. Has anyone developed a 
  workflow via remedy or some other program which can check if remedy email 
  engine is running? And if it is down it shouldnotify remedy 
  admin.2. Is anyone using email to update activity for issue in 
  customer supportmodule?  Has anyone customized notification 
  within remedy workflow. When activity is updated via remedy application 
  services, notify Assignedperson about the update.Any ideas how to 
  accomplish 
  this?Thanks___ 
  UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org__20060125___This 
posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Tennessee User Group - Any Interest Please Respond

[Pam Hollis]

At one time there was a Tennessee User Group but I am not sure what 
happened, but my company is interested in maybe starting another RUG for 
the Tennessee Area and Surroding Areas.  

We are just trying to get a feel of individuals that would be interested 
in a RUG being developed for our area.  If you are interested please email 
me you name and Company so that we can get with BMC/Remedy and see about 
getting this started.

Thanks
Pam

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: CMDB 2.0 - how to create AST: forms for new class?

[Ken LaPierre]

Its actully a view of the SHR:SchemaName form. Pushes a record to the 
Application Pending form. May have to remove the -R parameter from the 
command line though.

Ken


- Original Message -
From: "Brian Baker (bbaker2)" <[EMAIL PROTECTED]>
Date: Wednesday, August 2, 2006 9:31 am
Subject: Re: CMDB 2.0 - how to create AST: forms for new class?
To: arslist@ARSLIST.ORG

> The new utility is in the Application Administration Console. Under
> Custom Configuration, go to Asset Management > Advanced Options > Sync
> Asset UI with CMDB. 
> 
> Brian
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Anjali Gosain
> Sent: Wednesday, August 02, 2006 5:27 AM
> To: arslist@ARSLIST.ORG
> Subject: CMDB 2.0 - how to create AST: forms for new class?
> 
> Hi,
> Does anybody know how to create corresponding AST: form after 
> creating a
> new class from classmanager with CMDB 2.0 ?
> Cmdb2Asset utility worked fine with CMDB 1.1 but looks like it is not
> supported with CMDB 2.0.
> The docs specify-
> "The BMC Atrium CMDB provides a utility so that other AR System
> applications such as BMC Remedy Asset Management can use different 
> basisforms to have the BMC Atrium CMDB generate their own forms to 
> access BMC
> Atrium CMDB classes. This utility replaces the cmdb2asset utility
> available for previous versions."
> 
> But it does not mention the name of the utility.
> 
> Thanks in Advance
> Anjali
> 
> DISCLAIMER:
> ---
> -
> ---
> 
> The contents of this e-mail and any attachment(s) are confidential and
> intended for the named recipient(s) only. 
> It shall not attach any liability on the originator or HCL or its
> affiliates. Any views or opinions presented in this email are solely
> those of the author and may not necessarily reflect the opinions 
> of HCL
> or its affiliates. 
> Any form of reproduction, dissemination, copying, disclosure,
> modification, distribution and / or publication of this message 
> withoutthe prior written consent of the author of this e-mail is 
> strictlyprohibited. If you have received this email in error 
> please delete it
> and notify the sender immediately. Before opening any mail and
> attachments please check them for viruses and defect.
> 
> ---
> -
> ---
> 
> 

> ___
> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
> 
> 

___
> UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
> 

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Customer Support Users

[Dave Barber]

**
Sarah,
 
Lol, we always wait for no notifcations to come through  ("yo, dudes, we've had no notication mails for 30 minutes).
 
But another possible way, say in a situation where e-mail has fallen over, you could have a fall back following freds suggestion - count the number of entries with "Send Mail", over a certain number (depending upon your e-mail workload I guess), and you could create a new helpdesk ticket.

 
I know that quite a few people would be more likely to believe the reliability of our AR Servers over the reliabiltiy of our Exchange servers (no unscheduled down time in over 6 years on ARS, but our exchange servers go flaky every few weeks).

 
As for point 2, depending on how you are updating the forms, it is possible that the current notifications may work.  Our apps notify assignees and groups of updates to tickets, they are triggered on modify, which should work the same via other updates.

 
Regards
 
Dave 
On 02/08/06, Sarah Lake <[EMAIL PROTECTED]> wrote:
Hi Listners,I have two questions to ask.1. Has anyone developed a workflow via remedy or some other program which
can check if remedy email engine is running? And if it is down it shouldnotify remedy admin.2. Is anyone using email to update activity for issue in customer supportmodule?  Has anyone customized notification within remedy workflow.
When activity is updated via remedy application services, notify Assignedperson about the update.Any ideas how to accomplish this?Thanks___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
__20060125___This posting was submitted with HTML in it___

Re: Customer Support Users

[Heider, Stephen]

Sarah,

If running on a Windows server...  

I put together a VB.Net app that returns 'Running' or 'Stopped' (code
below).  Just pass in the service name (enclose in double-quotes for
names with embedded spaces.  You would likely run this on the server
where the email engine is installed but you could run it from another
computer if you have permissions on the other computer - just pass the
name of the server as the second parameter.

Example: ServiceStatus "Remedy Email Engine"
Example running on a computer other than where the email engine is
installed: ServiceStatus "Remedy Email Engine" RemedyDev

One way of implementing is to create an escalation that runs every ##
minutes.  The escalation would push a record to a command form.  A
filter on the command form would do a Set Fields $PROCESS$ and capture
the output.  The next filter would check the status of the service, and
if "Stopped" then perform some action.


' Add a reference to System.ServiceProcess.dll
Module Module1

Sub Main(ByVal CmdLineArgs() As String)
Try
If CmdLineArgs Is Nothing OrElse CmdLineArgs.Length < 1
OrElse CmdLineArgs(0).ToString.Trim.Length = 0 Then
Console.WriteLine("No service name passed.")
Exit Try
End If
Dim ServiceName As String = CmdLineArgs(0).ToString.Trim
Dim MachineName As String = "."
If CmdLineArgs.Length > 1 Then MachineName =
CmdLineArgs(1).ToString.Trim
Dim SC As New
System.ServiceProcess.ServiceController(ServiceName, MachineName)
Console.WriteLine(SC.Status.ToString)
Catch ex As Exception
Console.WriteLine("Error: " & ex.Message)
End Try
End
End Sub

End Module


Stephen 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sarah Lake
Sent: Wednesday, August 02, 2006 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Customer Support Users

Hi Listners,

I have two questions to ask. 

1. Has anyone developed a workflow via remedy or some other program
which can check if remedy email engine is running? And if it is down it
should notify remedy admin. 

2. Is anyone using email to update activity for issue in customer
support module?  Has anyone customized notification within remedy
workflow. 
When activity is updated via remedy application services, notify
Assigned person about the update. 
Any ideas how to accomplish this? 


Thanks  

 


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Reporting

[Maria Calabrese]

Hello,
We are working on upgrading to ARS6.3 and Help Desk 6.
We are looking at the reporting aspect at this time.  We curretly use 
Business Objects. We will have to recreate the Business Objects universe. 
Does anyone know of a data dictionary that would give us a list of all the 
fields used in the application and how they're being used to that we can 
build this universe?

Any help will be greatly appreciated.

Thanks
Maria Calabrese
Bose Corporation

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Open ticket with cmd

[Rusconi, Ignacio (I.)]

Title: Open ticket with cmd
**






"I need the way to open to automatic incidents in a ARS remedy server, executing a CMD file in a Windows XP or W2k. 

They know whereupon product/software can be make this operation? 




__20060125___This posting was submitted with HTML in it___

Re: Customer Support Users

[Grooms, Frederick W]

We do #1 thru Remedy workflow.  We run an escalation every hour and do a
count of Emails (in the AR System Email Messages form) with 'Send
Message'="Yes".  If the count exceeds 10 we send the Admins an email (
using $PROCESS$ /usr/bin/sendmail to send it since we are on Sun
servers).

We do not use inbound email so I can't answer #2.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sarah Lake
Sent: Wednesday, August 02, 2006 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Customer Support Users

Hi Listners,

I have two questions to ask. 

1. Has anyone developed a workflow via remedy or some other program
which can check if remedy email engine is running? And if it is down it
should notify remedy admin. 

2. Is anyone using email to update activity for issue in customer
support module?  Has anyone customized notification within remedy
workflow. 
When activity is updated via remedy application services, notify
Assigned person about the update. 
Any ideas how to accomplish this? 


Thanks  

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: ARS6.3 - DynamicGroups

[Carey Matthew Black]

Phani,

What is the string value in the 'Name' field prior to that set field action?

TIP: Add another set field action just prior to the action in question
and set the field to it's own value.

set field action : 'Name' = $Name$

This way the action shows up in the log file without actually altering
the value in the field. :)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
Never ascribe to malice, that which can be explained by incompetence.



On 8/2/06, HonnourPrahalladachar, PhaniRaja
<[EMAIL PROTECTED]> wrote:

**


Hi all,

I'm working on ARS6.3 ITSM6.0, Windows2000 server.

Have created a Dynamic group (60001) & a character field with the same id .
When I'm doing a SET fields action to it, its coming with an error message
"ARERR [417] Cannot translate a group name in either the Group List or
Assignee Group field".

The set field action : 'Dynamic Group' = $Name$

Thanks you!

Thanks & Regards,
 Phani.


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Customer Support Users

[Sarah Lake]

Hi Listners,

I have two questions to ask. 

1. Has anyone developed a workflow via remedy or some other program which 
can check if remedy email engine is running? And if it is down it should 
notify remedy admin. 

2. Is anyone using email to update activity for issue in customer support 
module?  Has anyone customized notification within remedy workflow. 
When activity is updated via remedy application services, notify Assigned 
person about the update. 
Any ideas how to accomplish this? 


Thanks  

 

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: ARS6.3 - DynamicGroups

[Frank Caruso]

**
I believe you have to push the Groups ID not name.On 8/2/06, Sergio Feito <[EMAIL PROTECTED]> wrote:
**
Hi,Test it making the set field with the groupid.Bye.2006/8/2, HonnourPrahalladachar, PhaniRaja <

[EMAIL PROTECTED]>:
**










Hi all,


I'm working on ARS6.3 ITSM6.0, Windows2000 server.


Have created a Dynamic group (60001) & a character field with the same id . When I'm doing a SET fields action to it, its coming with an error message "ARERR [417] Cannot translate a group name in either the Group List or Assignee Group field".


The set field action : 'Dynamic Group' = $Name$


Thanks you!


Thanks & Regards,
Phani. 




This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.


__20060125___This posting was submitted with HTML in it___


__20060125___This posting was submitted with HTML in it___

-- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineerwww.specificintegration.com703-376-1249
__20060125___This posting was submitted with HTML in it___

Re: Open ticket with cmd

[Covert, Jack]

Check the developers community on SupportWeb, there are tools there that
can do this.

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rusconi, Ignacio (I.)
Sent: Wednesday, August 02, 2006 7:44 AM
To: arslist@ARSLIST.ORG
Subject: Open ticket with cmd

This is a multi-part message in MIME format.

--_=_NextPart_001_01C6B642.87423E00
Content-Type: text/plain;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable



"I need the way to open to automatic incidents in a ARS remedy server, =
executing a CMD file in a Windows XP or W2k.=20
They know whereupon product/software can be make this operation?=20

Ars 5.0.1=20
Sql 2000=20

thankls=20



___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

--_=_NextPart_001_01C6B642.87423E00
Content-Type: text/html;
charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

**









Open ticket with cmd






"I need the way to =
open to automatic incidents in a ARS remedy server, executing a CMD file
=
in a Windows XP or W2k. 

They know whereupon =
product/software can be make this operation? 


Ars 5.0.1

Sql 2000


thankls




__20060125___This posting was submitted with HTML in
it___
--_=_NextPart_001_01C6B642.87423E00--

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy on Citrix servers? - THANKS

[Covert, Jack]

Hi guys, thanks to all that replied to my question, much appreciated!!!

Jack

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Open ticket with cmd

[Rusconi, Ignacio (I.)]

Title: Open ticket with cmd
**








"I need the way to open to automatic incidents in a ARS remedy server, executing a CMD file in a Windows XP or W2k. 

They know whereupon product/software can be make this operation? 


Ars 5.0.1

Sql 2000


thankls




__20060125___This posting was submitted with HTML in it___

Re: ARS6.3 - DynamicGroups

[Sergio Feito]

**
Hi,Test it making the set field with the groupid.Bye.2006/8/2, HonnourPrahalladachar, PhaniRaja <
[EMAIL PROTECTED]>:**










Hi all,


I'm working on ARS6.3 ITSM6.0, Windows2000 server.


Have created a Dynamic group (60001) & a character field with the same id . When I'm doing a SET fields action to it, its coming with an error message "ARERR [417] Cannot translate a group name in either the Group List or Assignee Group field".


The set field action : 'Dynamic Group' = $Name$


Thanks you!


Thanks & Regards,
Phani. 




This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.


__20060125___This posting was submitted with HTML in it___


__20060125___This posting was submitted with HTML in it___

ARS6.3 - DynamicGroups

[HonnourPrahalladachar, PhaniRaja]

Title: ARS6.3 - DynamicGroups
**






Hi all,


I'm working on ARS6.3 ITSM6.0, Windows2000 server.


Have created a Dynamic group (60001) & a character field with the same id . When I'm doing a SET fields action to it, its coming with an error message "ARERR [417] Cannot translate a group name in either the Group List or Assignee Group field".

The set field action : 'Dynamic Group' = $Name$


Thanks you!


Thanks & Regards,
Phani. 




This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

__20060125___This posting was submitted with HTML in it___

Marimba, ITSM 7 and CMDB 2.x

[Tom Shurmur]

**
Hi All,     Has anyone worked with Marimba, ITSM 7 and CMDB 2.x?     I have been tasked with making the above work. I beleive Marimba worked with ITSM 6 and CMDB 1.x but have heard some rumblings that might not be the case yet for above combination.     Has anyone had any exerience with this?     Tom Shurmur 
		Yahoo! Music Unlimited - Access over 1 million songs.
Try it free. 
__20060125___This posting was submitted with HTML in it___

Re: ARSWiki: New Article

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: ARSWiki: New Article
**





Michelle:


I will add to Axton's comments based upon my own knowledge of Systems Security.


James McKenzie
L-3 GSI


 


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor

Sent: Wednesday, August 02, 2006 7:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARSWiki: New Article


This is very interesting stuff, Axton.


Can you help clarify this statement for me?


"At the time the last affected version (v6.3) is no longer 'officially'
supported by the vendor, the full vulnerability will be published." 


My interpretation is that the full vulnerability will be published when
6.3 is no longer supported.  Although, we can easily guess what the full vulnerability is by the description in the article(s), can't we obtain the full vulnerability statement from BMCRemedy Tech Support?

>>Actually, no.  BMC will not release details of this problem.  However, when you switch
>>to ARS 7.0 the problem is fixed.  Also, it is good security practice by a company to 
>>not release full details of the problem and to implement fixes, if practical, in the
>>current release.  It was not practical to implement a fix in ARS 6.3 without causing
>>major disruption in processing as the fix was very difficult to implement mid-stream.


Also, if one's servers are not exposed to the internet, wouldn't the only attack be internal, especially if the Remedy Email engine is not accepting incoming email.

>>Well, since you asked this question, I will answer.  Over 80% of current explotation
>>attempts are by 'inside' employees.  If you consider this, one disgruntled employee
>>with knowledge of the exploit can wreck havoc on your operations.  And one of the
>>vulnerabilities remains even if you NEVER installed the E-mail engine.


On another note.  For the Secure ARS article.  Most of the instructions appear to be listed for ARS 6.01.  Do the same instructions apply if individuals are using 6.3 products; including Flashboards?

>>Yes.  Since the problems were not fixed with 6.3 you should attempt to use the
>>fixes.  Some of the fixes are not necessary with ARS 7.0.




__20060125___This posting was submitted with HTML in it___

Re: Has anyone upgraded from 5.1.2 to 7.0

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Has anyone upgraded from 5.1.2 to 7.0
**





Darren:
 
You will need to install the Oracle 10gR2 clients.  Oracle 9iR2 clients are NOT supported under ARS 7.0.
 
James McKenzie
 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Wednesday, August 02, 2006 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone upgraded from 5.1.2 to 7.0



** 
Are you also dealing with the applications, or are your apps built totally by yourselves?
 
Regards
 
Dave


 
On 02/08/06, LAU, DARREN (ASI) <[EMAIL PROTECTED]> wrote: 


    ** 


    We are in the process of upgrading from 5.1.2 to 7.0 but we are on Windows 2000 instead of Solaris.  We are using Oracle 9.2.0.7  .  No need to upgrade the db for us as it is still supported under AR 7.0 but we are moving onto brand new servers so they have Win 2K3 on them.  So far we have had good success on our test environment and only found a few things that needed to be taken care of such as converting all workflow that uses macros since AR 7.0 doesn't support the auto conversion process anymore.  Also had to redo the qualification statements in some workflow that queried the 'Group List' field of the User form since AR 7.0 formats the 'Group List' field a bit different than 5.x.  We are also taking advantage of the "Server Group" feature that was introduced in 6.0 and using a load balancer on top of that.  Works like a champ so far in test.  Good luck.

 


    Darren Lau


 


    


        From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Marino, Melanie A

    Sent: Monday, July 31, 2006 12:45 PM
    To: arslist@ARSLIST.ORG  
    Subject: Has anyone upgraded from 5.1.2 to 7.0


 


    Has anyone upgraded from AR System 5.1.2 to 7.0 in a Solaris environment that runs Oracle?  Did you upgrade your OS and Database prior to the 7.X installation?

 


    Any success stories would be greatly appreciated.


 


    Thanks,


    Melanie Marino


    KPMG LLP


    [EMAIL PROTECTED] 




__20060125___This posting was submitted with HTML in it___

Re: Cloning

[Rick Cook]

If you mean one of one's own systems, the easiest way I know to do that
is to use DB replication, and then correct any embedded server
references in the code and/or data.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dave Zifchock
Sent: Wednesday, August 02, 2006 8:21 AM
To: arslist@ARSLIST.ORG
Subject: Cloning

Has anyone successfully cloned one of their systems?  If so any best
practices or suggestions?

OS- HPUX
DB-Oracle
ARS 6.3

Any thoughts would be greatly appreciated.

Thx
Dave


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Cloning

[Grooms, Frederick W]

We routinely clone production down to dev and test thru Oracle. The only
problems (things to remember) we have is the user info is different (We
don't want to send emails and alerts to our users from dev and test).

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dave Zifchock
Sent: Wednesday, August 02, 2006 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Cloning

Has anyone successfully cloned one of their systems?  If so any best
practices or suggestions?

OS- HPUX
DB-Oracle
ARS 6.3

Any thoughts would be greatly appreciated.

Thx
Dave

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Cloning

[Dave Zifchock]

Has anyone successfully cloned one of their systems?  If so any best
practices or suggestions?

OS- HPUX
DB-Oracle
ARS 6.3

Any thoughts would be greatly appreciated.

Thx
Dave

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: ARSWiki: New Article

[Axton]

See coments below.

Axton

On 8/2/06, Lucero, Michelle - IST contractor <[EMAIL PROTECTED]> wrote:

This is very interesting stuff, Axton.

Can you help clarify this statement for me?

"At the time the last affected version (v6.3) is no longer 'officially'
supported by the vendor, the full vulnerability will be published."

My interpretation is that the full vulnerability will be published when
6.3 is no longer supported.  Although, we can easily guess what the full
vulnerability is by the description in the article(s), can't we obtain
the full vulnerability statement from BMCRemedy Tech Support?

I won't comment on this.


Also, if one's servers are not exposed to the internet, wouldn't the
only attack be internal, especially if the Remedy Email engine is not
accepting incoming email.

This is true for the RappSvc account.  The email DoS does not apply to
incoming email if you do not have incoming email configured; though it
still applies to internal exploitation.


On another note.  For the Secure ARS article.  Most of the instructions
appear to be listed for ARS 6.01.  Do the same instructions apply if
individuals are using 6.3 products; including Flashboards?

Contributions are welcome.  I am working in a 6.0.1 environment, so
this is what I write about. :)


Thanks again for this great information.
Michelle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton Grams
Sent: Tuesday, August 01, 2006 9:35 PM
To: arslist@ARSLIST.ORG
Subject: ARSWiki: New Article

A new article is available on ARSWiki covering known, unaddressed
security vulnerabilities in Remedy and Remedy related products.  I have
posted three vulnerabilities that I found first-hand.  There is interest
in the following types of vulnerabilities, if anyone can contribute:
- XSS (cross-site scripting) vulnerabilities in Mid-Tier 6.0.1, 6.3, and
7.0
- DoS vulnerabilities via api calls.  e.g., call x with parameter y
causes ARS to crash

http://arswiki.org/wiki/index.php?title=ARS_Vulnerabilities

Thanks,
Axton Grams


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org



___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: In-built tasks on AR6.3

[Dave Barber]

**
Matt,
 
First off, confusing e-mail address ...
 
However, we're making active use of Change Lite - our apps are based around v4.  Management heard someone mention the change management app a couple of years back, and ever since we've been meddling with the app.

 
Its kinda nice to work on, as apart from the basic form, there is very little workflow involved (outside of the more basic stuff - CTIs, groups, person info, etc.).  Thats resulted in some wonderful screw ups on data, so I've been having to retrofit some referential integrity - we've got some additional status fields in there that should only allow certain combinations, and I'm sure that management want to add in some formalised approvals process as well.

 
Regards
Dave 
On 02/08/06, Matt Gee <[EMAIL PROTECTED]> wrote:
Morning All!Just a quick question, i am aware that you can buy a bolt-on ChangeManagement system for Remedy but as usual my company wont buy it! I've
noticed there is a small inbuild system in place with tasks that can beadded in to the helpdesk form? I was just wondering if anyone else usesthis as i would be interested in setting this up?Cheers
Matt___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
__20060125___This posting was submitted with HTML in it___

Re: Has anyone upgraded from 5.1.2 to 7.0

[Dave Barber]

**
Are you also dealing with the applications, or are your apps built totally by yourselves?
 
Regards
 
Dave 
On 02/08/06, LAU, DARREN (ASI) <[EMAIL PROTECTED]> wrote:

** 


We are in the process of upgrading from 5.1.2 to 7.0 but we are on Windows 2000 instead of Solaris.  We are using Oracle 
9.2.0.7.  No need to upgrade the db for us as it is still supported under AR 7.0 but we are moving onto brand new servers so they have Win 2K3 on them.  So far we have had good success on our test environment and only found a few things that needed to be taken care of such as converting all workflow that uses macros since AR 
7.0 doesn't support the auto conversion process anymore.  Also had to redo the qualification statements in some workflow that queried the 'Group List' field of the User form since AR 7.0 formats the 'Group List' field a bit different than 
5.x.  We are also taking advantage of the "Server Group" feature that was introduced in 6.0 and using a load balancer on top of that.  Works like a champ so far in test.  Good luck.
 
Darren Lau
 




From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Marino, Melanie A
Sent: Monday, July 31, 2006 12:45 PMTo: arslist@ARSLIST.ORG
Subject: Has anyone upgraded from 5.1.2 to 7.0

 

Has anyone upgraded from AR System 5.1.2 to 7.0 in a Solaris environment that runs Oracle?  Did you upgrade your OS and Database prior to the 
7.X installation?

 

Any success stories would be greatly appreciated.

 

Thanks,

Melanie Marino

KPMG LLP

[EMAIL PROTECTED]

* 
The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. 

If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. When addressed to our clients any opinions or advice contained in this email are subject to the terms and conditions expressed in the governing KPMG client engagement letter. 

* 
__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___

Re: ARSWiki: New Article

[Michiel Beijen]

**
Michelle,I guess you would call an attack 'external' when the attack occurs from outside the server, without the need of having an account on this server. Of course, when your server is only connected to a local network, the attacker has to gain access to this local network first.
--MichielOn 8/2/06, Lucero, Michelle - IST contractor <[EMAIL PROTECTED]> wrote:
This is very interesting stuff, Axton.Can you help clarify this statement for me?
"At the time the last affected version (v6.3) is no longer 'officially'supported by the vendor, the full vulnerability will be published."My interpretation is that the full vulnerability will be published when
6.3 is no longer supported.  Although, we can easily guess what the fullvulnerability is by the description in the article(s), can't we obtainthe full vulnerability statement from BMCRemedy Tech Support?
Also, if one's servers are not exposed to the internet, wouldn't theonly attack be internal, especially if the Remedy Email engine is notaccepting incoming email.On another note.  For the Secure ARS article.  Most of the instructions
appear to be listed for ARS 6.01.  Do the same instructions apply ifindividuals are using 6.3 products; including Flashboards?Thanks again for this great information.Michelle-Original Message-
From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton GramsSent: Tuesday, August 01, 2006 9:35 PMTo: 
arslist@ARSLIST.ORGSubject: ARSWiki: New ArticleA new article is available on ARSWiki covering known, unaddressedsecurity vulnerabilities in Remedy and Remedy related products.  I haveposted three vulnerabilities that I found first-hand.  There is interest
in the following types of vulnerabilities, if anyone can contribute:- XSS (cross-site scripting) vulnerabilities in Mid-Tier 6.0.1, 6.3, and7.0- DoS vulnerabilities via api calls.  e.g., call x with parameter y
causes ARS to crashhttp://arswiki.org/wiki/index.php?title=ARS_VulnerabilitiesThanks,Axton Grams
___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org___UNSUBSCRIBE or access ARSlist Archives at 
http://www.wwrug.org
__20060125___This posting was submitted with HTML in it___

Re: In-built tasks on AR6.3

[Ed White]

Matt,

After my initial reply I received this direct response from Remedy.

Sorry for the frustration around this... lots of things going on right now,
hard to get the info out.
 
Yes, we are looking at some kind of patch to bring back some form of change
tasking into Service Desk 7.0. Not sure whether it will be allowing
predefined templates in incidents and then categorizing incidents as incident
or change, or if it will be a whole new change tasking form. Don't know the
date either. But this is high on the list of issues that need to be dealt
with...

So it looks like this may be made available in HD 7.0.

Ed

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Gee
Sent: Wednesday, August 02, 2006 6:42 AM
To: arslist@ARSLIST.ORG
Subject: In-built tasks on AR6.3

Morning All!

Just a quick question, i am aware that you can buy a bolt-on Change
Management system for Remedy but as usual my company wont buy it! I've
noticed there is a small inbuild system in place with tasks that can be
added in to the helpdesk form? I was just wondering if anyone else uses
this as i would be interested in setting this up?

Cheers

Matt

_
__
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: ARSWiki: New Article

[Lucero, Michelle - IST contractor]

This is very interesting stuff, Axton.

Can you help clarify this statement for me?

"At the time the last affected version (v6.3) is no longer 'officially'
supported by the vendor, the full vulnerability will be published." 

My interpretation is that the full vulnerability will be published when
6.3 is no longer supported.  Although, we can easily guess what the full
vulnerability is by the description in the article(s), can't we obtain
the full vulnerability statement from BMCRemedy Tech Support?

Also, if one's servers are not exposed to the internet, wouldn't the
only attack be internal, especially if the Remedy Email engine is not
accepting incoming email.

On another note.  For the Secure ARS article.  Most of the instructions
appear to be listed for ARS 6.01.  Do the same instructions apply if
individuals are using 6.3 products; including Flashboards?

Thanks again for this great information.
Michelle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton Grams
Sent: Tuesday, August 01, 2006 9:35 PM
To: arslist@ARSLIST.ORG
Subject: ARSWiki: New Article

A new article is available on ARSWiki covering known, unaddressed
security vulnerabilities in Remedy and Remedy related products.  I have
posted three vulnerabilities that I found first-hand.  There is interest
in the following types of vulnerabilities, if anyone can contribute:
- XSS (cross-site scripting) vulnerabilities in Mid-Tier 6.0.1, 6.3, and
7.0
- DoS vulnerabilities via api calls.  e.g., call x with parameter y
causes ARS to crash

http://arswiki.org/wiki/index.php?title=ARS_Vulnerabilities

Thanks,
Axton Grams


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

alternative message

[Serouche Rahimpour]

Dear listers,

ARS 6.00.01
Mid-tiers 6.03
Linux SE 3

on the mid-tiers on the HomePage when I go with my mouse over an entry 
name I can see after one second a little alt text showing up with the 
name of the form already displayed in the applications list.
Anyone could say how this is done ? And is it possible to reproduce it 
for a field ? For example for the diary field.
One can see the same behavior when moving the mouse over a diary field 
in the user tool. But not on the web. And of course I am intersetd in 
reproducing this on the web.
There is actually a javascript called wz_tooltip.js found on sourceforge 
(?) doing this. How would it be possible to reproduce the same on the 
mid-tiers ?

Thanks in advance.
Serouche

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Cascading Style Sheets in 7x

[Sokol, Brian]

I would be interested as well so please post them to the list.

thanks 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Parker
Sent: Wednesday, August 02, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Cascading Style Sheets in 7x

Good Morning List:

Would anyone happen to have any Cascaading Style Sheets developed in ARS
7.x that they would be willing to share?

I just wanted to see some "real world" examples and how other
organizations have implemented them.

Thanks in advance!

_
Express yourself instantly with MSN Messenger! Download today - it's
FREE! 
http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy on Citrix servers?

[Nall, Roger]

**








We are using Citrix but we cannot use
Centralized Preferences. Due to the high number of users, 20,000, and the fact
that we have 120 Citrix servers my network management team will not allow the
registry of each server to have that many entries. Doug Mueller told me that
the registry entries for all Remedy values changes from Local Machine to Local
User in 7.0. We just upgraded to 6.3.

 



Roger A. Nall

OSSNMS Sr. Remedy Administrator/Developer

T-Mobile USA

Desk: 973-644-3963

Cell: 973-652-6723

FAX: 973-490-3296

sf49fanv AIM IM

RogerNall   Yahoo IM

 











From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Rick Westbrock
Sent: Tuesday, August 01, 2006
7:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy on Citrix
servers?



 

We are using it with the only gotcha being
that due to permissions restrictions to the local drives on the Citrix server
users don't have access to write to the AR System\home directory (to save
preferences locally). We use centralized preferences so it doesn't really
impact us.

 

 

-Rick

 







From: Action
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Covert, Jack
Sent: Tuesday, August 01, 2006
4:29 PM
To: arslist@ARSLIST.ORG
Subject: Remedy on Citrix servers?

** 

Hello all, anybody using the user tool w/ Citrix?

__20060125___This posting was submitted with HTML
in it___ 






__20060125___This posting was submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___

Re: Mid-Tier architecture question

[McKenzie, James J C-E LCMC HQISEC/L3]

Title: RE: Mid-Tier architecture question
**





David:
 
You seen the other reply to your message?  I recommend, as well as the other poster, that you go with the DMZ based MT servers and long 'loop' the users:

 
ARS---FW(internal/DMZ)---MT(In DMZ) --(PIPE)---FW(if needed)--User
 
You might want to Load Balance/Hot Backup the Mid Tier servers.
 
And I highly recommend the usage of SSL between your MT servers and the user unless the pipe is a Virtual Private Network or is otherwise encrypted.

 
James Mckenzie
 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders
Sent: Tuesday, August 01, 2006 2:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question



** 


Hi James


 


No encryption, possibly SSL, 'heavy' app with lots of forms.


 


Regards


 


David Sanders


Remedy Solution Architect


Enterprise Service Suite @ Work


==


ARS List Award Winner 2005


Best 3rd party Remedy Application


 


tel +44 1494 468980


mobile +44 7710 377761


email [EMAIL PROTECTED]


 


web http://www.westoverconsulting.co.uk  


 





From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3

Sent: Tuesday, August 01, 2006 9:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier architecture question


 


David: 
  
Here is one more question.  How many users and forms would be accessed.  It is very intense to send form data back and forth, but not user data.  Also, is the data between the MT server and ARS server to be highly encrypted (128 bit or higher)?  Is the MT server to run in SSL mode?  


Here is what I see right now: 
  
If there are many forms to be accessed with frequent form changes, then you would be best off setting the MT servers in a DMZ (if your users are not on a company provided VPN type connection) local to the ARS servers with high encryption between the ARS server and MT server with SSL enabled to the outside connection.  If you have many users (100+) I would look at a load-balancing solution.  Also, I would use this if the out office users are not frequently connecting.

If you are running over a VPN to a central office in the areas that you mentioned and the number of forms is low or there are not frequent changes, and the users are connecting over a company provided VPN type connection, then you might be better off locating the MT servers "over the horizon" and closer to the overseas offices.  

Given that you are looking at 2MB of throughput to each outside location, the problem may be delay between the MT server and the ARS server and not the amount of data sent.

Given the amount of information provided, I would go with the DMZ solution and high encryption between user using SSL 128bit or higher and high encryption between the ARS server and the MT server through a dedicated port on the inside the company firewall.


James McKenzie 
  


 


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders 
Sent: Tuesday, August 01, 2006 1:12 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 


 


** 


Hi James 


  


Scenario 1 - MT Servers local to ARS, they would be on same LAN as the ARS server and firewall(s) would be between the end-users browsers and this.

ARS---FW---MT --pipe--- FW--Users 


  


Scenario 2 - MT Servers local to Users. 


ARSFW ---pipe MT---FW---Users 


  


The pipe would probably be about 2Mb and is clearly the bottleneck.  So is it quicker to send the MT to ARS traffic over the pipe (scenario 2), or the browser to MT traffic (scenario 1)

  


Regards 


  


David Sanders 


Remedy Solution Architect 


Enterprise Service Suite @ Work 


== 


ARS List Award Winner 2005 


Best 3rd party Remedy Application 


  


tel +44 1494 468980 


mobile +44 7710 377761 


email [EMAIL PROTECTED] 


  


web http://www.westoverconsulting.co.uk  


  


 


From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3

Sent: Tuesday, August 01, 2006 8:51 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: Mid-Tier architecture question 


  


Dsvid: 


Where would the MT servers be located?  What is the size of the pipe between the ARS servers and the remoted MT servers?  Also, is there a firewall/network appliance that would be placed between your ARS server and the MT servers?

James McKenzie 
  


-Original Message- 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Sanders 
Sent: Tuesday, August 01, 2006

Re: In-built tasks on AR6.3

[Rick Cook]

You're correct - "Change Management lite" is part of Help Desk, and
there really isn't all that much to set up.  Just add CTIs that are
specific to Change Management (optional), set up task templates (also
optional), and a few other things that are similar to the Help Desk
setup.  The applications share users, groups, etc.  The main features
that you get with the full Change Management application (talking v6 and
below here) are:

Dependencies between change requests and change tasks, and a definable
sequence with enforcement
Approval processes for change requests
Risk and impact analysis
Cost analysis and management functionality
Expanded set of predefined reports

See the ITSM config manual for more details on those.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Gee
Sent: Wednesday, August 02, 2006 3:42 AM
To: arslist@ARSLIST.ORG
Subject: In-built tasks on AR6.3

Morning All!

Just a quick question, i am aware that you can buy a bolt-on Change
Management system for Remedy but as usual my company wont buy it! I've
noticed there is a small inbuild system in place with tasks that can be
added in to the helpdesk form? I was just wondering if anyone else uses
this as i would be interested in setting this up?

Cheers

Matt


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: CMDB 2.0 - how to create AST: forms for new class?

[Brian Baker (bbaker2)]

The new utility is in the Application Administration Console. Under
Custom Configuration, go to Asset Management > Advanced Options > Sync
Asset UI with CMDB. 

Brian
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anjali Gosain
Sent: Wednesday, August 02, 2006 5:27 AM
To: arslist@ARSLIST.ORG
Subject: CMDB 2.0 - how to create AST: forms for new class?

Hi,
Does anybody know how to create corresponding AST: form after creating a
new class from classmanager with CMDB 2.0 ?
Cmdb2Asset utility worked fine with CMDB 1.1 but looks like it is not
supported with CMDB 2.0.
The docs specify-
"The BMC Atrium CMDB provides a utility so that other AR System
applications such as BMC Remedy Asset Management can use different basis
forms to have the BMC Atrium CMDB generate their own forms to access BMC
Atrium CMDB classes. This utility replaces the cmdb2asset utility
available for previous versions."

But it does not mention the name of the utility.

Thanks in Advance
Anjali

DISCLAIMER:

---

The contents of this e-mail and any attachment(s) are confidential and
intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its
affiliates. Any views or opinions presented in this email are solely
those of the author and may not necessarily reflect the opinions of HCL
or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure,
modification, distribution and / or publication of this message without
the prior written consent of the author of this e-mail is strictly
prohibited. If you have received this email in error please delete it
and notify the sender immediately. Before opening any mail and
attachments please check them for viruses and defect.


---


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Remedy on Citrix servers?

[Mauro Pedone]

**
Yes 
we have 3 Citrix Metaframe Server with 300 users,
we use centralized preferences too
Ciao
Mauro 
2006/8/2, Covert, Jack <[EMAIL PROTECTED]>:

** 


Hello all, anybody using the user tool w/ Citrix?__20060125___This posting was submitted with HTML in it___ 

__20060125___This posting was submitted with HTML in it___

Re: In-built tasks on AR6.3

[Ed White]

Hi Matt,

We are on ARS 6.3 and were in the planning stages of taking advantage of
Change Tasking that comes with Help Desk 6.0.  We were also going to take
advantage of the Approval Engine that has been free with ARS since version
5.1.2.  However, one thing that we are taking into consideration now is the
availability of Change Tasking with HD 7.0.  It doesn't seem to exist.  I
have inquired with Remedy what their plans are if you have implemented Change
Tasking in HD 6.0 and would like to upgrade to HD 7.0.  Their initial
response was that it will be treated as a customization and will not be
supported.  I told them that it was part of HD 6.0 and not a customization.
The only customization was the integration of the Approval engine.  I was
informed by the person who did the Webinar on HD 7.0 that she would check to
see if Change Tasking would be accounted for in the Upgrade tool, but however
of course no one has responded.  I keep getting bugged by the people who
organize the webinars.  I attended, SLM, CMDB 2.0, and Service Desk.  The
keep calling asking if I will be upgrading?  I keep saying I don't know
because I need to know what is in the upgrade tool.  They keep saying I will
get someone to contact you.  No one contacts, me they forget they said they
would get someone to call me and then in a couple call back and ask the same
question again. They are becoming a pain you know where and so is this entire
HD 7.0.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Gee
Sent: Wednesday, August 02, 2006 6:42 AM
To: arslist@ARSLIST.ORG
Subject: In-built tasks on AR6.3

Morning All!

Just a quick question, i am aware that you can buy a bolt-on Change
Management system for Remedy but as usual my company wont buy it! I've
noticed there is a small inbuild system in place with tasks that can be
added in to the helpdesk form? I was just wondering if anyone else uses
this as i would be interested in setting this up?

Cheers

Matt

_
__
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Cascading Style Sheets in 7x

[Mike Parker]

Good Morning List:

Would anyone happen to have any Cascaading Style Sheets developed in ARS 7.x 
that they would be willing to share?


I just wanted to see some "real world" examples and how other organizations 
have implemented them.


Thanks in advance!

_
Express yourself instantly with MSN Messenger! Download today - it's FREE! 
http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: SLA on ARS 7.0

[Ed White]

I submitted a ticket to Support.  Here is what I submitted and the response
that I got.

Question:
I just received a letter last week from BMC concerning the SLA application
and ARS 7.0.  The letter states that Remedy Service Level Agreements does not
run on the new Action Request System 7.0 Platform.  Is this true?  The letter
also states "Until June 30, 2007, you can replace current products and user
licenses and we will waive the license fees".  This means that I have to have
a system that I cannot access right now to find out how it works because
there is not sample data, validated and tested in three environments after an
upgrade tool will be provided, who only knows when, and then take down my
entire system and trust that when I upgrade a server and ITSM application at
the same time(BMC requirement if I want to continue to have and SLA/SLM
functionality) that everything is going to work just fine on BMC's word, and
I have until June 30th to complete or risk a $40,000 SLM license fee.  I just
want to validate this before I go to my people in charge of money, who are
already a bit upset with BMC because we were in the process of implementing
change tasking and now are being told that the upgrade tool will not deal
with it because a function that was part of the HD 6.0 will be looked at by
the upgrade tool as a customization.-

Answer: 
Ed
You are correct that the SLA key will not roll forward to 7.0. The new key is
called Service Level Management that replaces the SLA key in version 6.0. If
you want to upgrade your whole ITSM suite of keys then according to what we
know that is correct you will need to pay for the SLM key.

Kind regards,

This letter also stated that you had to complete this process by June 30,2007
or you would have to pay for the SLM module (40,000).  They would no longer
allow a free upgrade.  Not all of my questions were answered, especially in
regard to what is included with the Upgrade tool.  I will let you know what I
find.

Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Matthew (Melbourne)
Sent: Wednesday, August 02, 2006 12:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA on ARS 7.0

Very strange - SLA 6.0 is listed on the compatibility matrix as being
fully compatible with AR System 7.0.

Has anyone else received this letter?

Matt
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Terry Bootsma
Sent: Wednesday, 2 August 2006 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA on ARS 7.0

>From the letter I received, yes, you are interpreting it correctly.

Terry


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Ed White
Sent: Tuesday, August 01, 2006 4:37 PM
To: arslist@ARSLIST.ORG
Subject: SLA on ARS 7.0


Listers:

Did anyone else receive the letter from BMC that states "Note to Remedy
Customers:  Remedy Service Level Agreements does not run on the new
Action Request System 7.0 platform".

If so am I interpreting this correctly to mean that if you use the ITSM
suite along with SLA, in order to not have a disruption to your SLA
functionality, you must upgrade the server version and migrate your ITSM
application at the same time?

Any insight or opinions on this I welcome.

Thanks.



___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org


___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org









**
The information in this e-mail is confidential and may be legally privileged.
It is intended solely for the addressee.  Access to this e-mail by anyone
else is unauthorised.  If you have received this communication in error,
please notify us immediately by return e-mail with the subject heading
"Received in error" or telephone +61 2 93357000, then delete the email and
destroy any copies of it.  If you are not the intended recipient, any
disclosure, copying, distribution or any action taken or omitted to be taken
in reliance on it, is prohibited and may be unlawful.  Any opinions or advice
contained in this e-mail are subject to the terms and conditions expressed in
the governing KPMG client engagement letter.  Opinions, conclusions and other
information in this e-mail and any attachments that do not relate to the
official business of the firm are neither given nor endorsed by it.

KPMG cannot guarantee that e-mail communications are secure or error-free, as
information could be intercepted, corrupted, amended, lost, destroyed, arrive
late or incomplete, or contain viruses.

KPMG, an Australian partnership, is part of the KPMG International network.
KPMG International is a Swiss cooperative that serves as a coordinating
entit

In-built tasks on AR6.3

[Matt Gee]

Morning All!

Just a quick question, i am aware that you can buy a bolt-on Change
Management system for Remedy but as usual my company wont buy it! I've
noticed there is a small inbuild system in place with tasks that can be
added in to the helpdesk form? I was just wondering if anyone else uses
this as i would be interested in setting this up?

Cheers

Matt

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Re: Emailing an attachment that is stored on a separate form.

[Michael Worts]

**

Of course! I was looking for Display
Only option on the Attachment Pool - wrong place!

Thanks Lars, I am sure that will do
the job.

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED]





[EMAIL PROTECTED]

Sent by: "Action Request System
discussion list(ARSList)" 
02/08/2006 11:36



Please respond to
arslist@ARSLIST.ORG





To
arslist@ARSLIST.ORG


cc



Subject
Re: Emailing an attachment that is stored
on a separate form.








** 
Have you tried to create a hidden
attachmentpool, just display only slots, and set field action, and use
the slots in the notification? Or do I misunderstand?
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On
Behalf Of Michael Worts
Sent: Wednesday, August 02, 2006 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Emailing an attachment that is stored on a separate form.

** 
Hi everyone, 

Is it possible to email an attachment when the attachment field you are
sending is on a different form? I have a form called PW:Notifications which
stores my email records and one called PW:Outline which stores my attachment.


I want to be able to send out an email from PW:Notifications but also include
the attachment from PW:Outline in my list of fields.  I do not want
to store the attachment against each PW:Notification record as it is a
waste of space (there may be hundreds of records created)


I have tried going down the Join form route, but my workflow will only
run if I push my data to the Join form which I am not doing.


Any help would be appreciated. 

Thanks, 

Michael. 

AR Server v6.3 Patch 13 
Oracle 9i 
AIX 5.2 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED] __20060125___This
posting was submitted with HTML in it___
__20060125___This posting was submitted
with HTML in it___ 

__20060125___This posting was submitted with HTML in it___

Re: Emailing an attachment that is stored on a separate form.

[lars . j . pettersson]

**



Have 
you tried to create a hidden attachmentpool, just display only slots, and set 
field action, and use the slots in the notification? Or do I 
misunderstand?

  -Original Message-From: Action Request System 
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of 
  Michael WortsSent: Wednesday, August 02, 2006 12:28 
  PMTo: arslist@ARSLIST.ORGSubject: Emailing an attachment 
  that is stored on a separate form.** Hi everyone, Is it possible to email an attachment when the attachment field you are 
  sending is on a different form? I have a form called PW:Notifications which 
  stores my email records and one called PW:Outline which stores my 
  attachment. I want to be able to 
  send out an email from PW:Notifications but also include the attachment from 
  PW:Outline in my list of fields.  I do not want to store the attachment 
  against each PW:Notification record as it is a waste of space (there may be 
  hundreds of records created) I 
  have tried going down the Join form route, but my workflow will only run if I 
  push my data to the Join form which I am not doing. Any help would be appreciated. Thanks, Michael. AR Server v6.3 
  Patch 13 Oracle 9i AIX 5.2 Michael WortsRemedy SpecialistIGS, Business Consulting 
  ServicesITIL Service Manager CertifiedTel: +44 (0)1962 822273   
  Mob: +44 (0)7801 755346   Internet: [EMAIL PROTECTED] 
  __20060125___This posting was submitted with HTML in 
it___
__20060125___This posting was submitted with HTML in it___

CMDB 2.0 - how to create AST: forms for new class?

[Anjali Gosain]

Hi,
Does anybody know how to create corresponding AST: form after creating a 
new class from classmanager with CMDB 2.0 ?
Cmdb2Asset utility worked fine with CMDB 1.1 but looks like it is not 
supported with CMDB 2.0.

The docs specify-
"The BMC Atrium CMDB provides a utility so that other AR System
applications such as BMC Remedy Asset Management can use different basis
forms to have the BMC Atrium CMDB generate their own forms to access
BMC Atrium CMDB classes. This utility replaces the cmdb2asset utility
available for previous versions."

But it does not mention the name of the utility.

Thanks in Advance
Anjali

DISCLAIMER:
---

The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have 
received this email in error please delete it and notify the sender immediately. Before opening any mail and 
attachments please check them for viruses and defect.


---

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org

Emailing an attachment that is stored on a separate form.

[Michael Worts]

**

Hi everyone,

Is it possible to email an attachment
when the attachment field you are sending is on a different form? I have
a form called PW:Notifications which stores my email records and one called
PW:Outline which stores my attachment.

I want to be able to send out an email
from PW:Notifications but also include the attachment from PW:Outline in
my list of fields.  I do not want to store the attachment against
each PW:Notification record as it is a waste of space (there may be hundreds
of records created)

I have tried going down the Join form
route, but my workflow will only run if I push my data to the Join form
which I am not doing.

Any help would be appreciated.

Thanks,

Michael.

AR Server v6.3 Patch 13
Oracle 9i
AIX 5.2

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED]
__20060125___This posting was submitted with HTML in it___

Re: ITSM 7.0 Overview Console - Plug-in Error

[Anjali Gosain]

**




Hi Stephen,
By registry key I meant the entry in form 'CAI Plugin Registry'. Sorry
I should have been more precise.
What happened after you restarted the server? If the problem still
persists try changing the private queue number to the other queue
number created during installation.

Has there been any response on this from Remedy Support?


Heider, Stephen wrote:
**
  
  
      
  Anjali,
   
  Same error here with Problem
Management module. All of the ARS 7 and ITSM 7 modules were installed
on a newly built server that did not have any previous ARS software
loaded.
   
  There are 2 private queues
that were added by the installation programs (After the initial ARS 7.0
p1). I don't know which installation program created the private queue
(# 
   
  The CAI Plugin Registry form
did not have any records on our system.  I added one record with the
private queue number (that was created by installation programs) with 2
threads.  I restarted start the server.
   
  Which registry key?   In
HKLM/Software/Remedy and HDCU/Software/Remedy I don't see the place to
enter the queue number.
   
  Stephen
   
  
  
  From: Action
Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On
Behalf Of Anjali Gosain
  Sent: Thursday, July 27, 2006 12:06 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: ITSM 7.0 Overview Console - Plug-in Error
  
  
** 
Hi ,
We got the same error. We have not been able to resolve this issue but
here's a workaround that can be used - 
  
Create a new private queue in admin tool (Server Information ->
Server Ports and Queue) and note its RPC Program Number. Open the form
'CAI Plugin Registry' and look for the entry with PluginID = CAIPLUGIN
(our form has only one entry..) Modify the registry to reflect the new
private queue no = RPC Program Number of new queue. Restart the server.
As I said this is a workaround and the problem will return after a
while. 
  
Do let me know if you are able to find a solution to it
  
Regards
Anjali
  
  
Mike Gould wrote:
  **
Good Morning List,
 
I've just finished a full installation of ITSM 7.0 and was
checking out the new features when I tried to open the Foundation
Elements Overivew Console and received the following error:
 
ARERR [8939] The AR System Plug-In server is not
responding.  Cannot connect to the system at this time.  Contact your
AR System Administrator for assistance. : RPC: Timed out
 
I've contacted Remedy Tech Support and provided them all the
logs but they haven't been able to offer a solution so far.  Everything
else appears to be functioning correctly and all the services are up,
including the arplugin.exe service.
 
If anyone else has experienced this problem and knows of a
resolution, I would appreciate it if you could pass it along.
 
Thanks in advance,
Michael J. Gould
Senior Software Engineer
U.S House of Representatives
 
ARS 7.0 Patch 1
ITSM 7.0
Windows Server 2003 R2
MS SQL Server 2000 w/ SP4
__20060125___This posting was submitted with HTML
in it___ 
  
  
__20060125___This posting was submitted with HTML
in it_20060125___This posting was submitted
with HTML in it___




__20060125___This posting was submitted with HTML in it___DISCLAIMER:
---

The contents of this e-mail and any attachment(s) are confidential and intended 
for the named recipient(s) only. 
It shall not attach any liability on the originator or HCL or its affiliates. 
Any views or opinions presented in 
this email are solely those of the author and may not necessarily reflect the 
opinions of HCL or its affiliates. 
Any form of reproduction, dissemination, copying, disclosure, modification, 
distribution and / or publication of 
this message without the prior written consent of the author of this e-mail is 
strictly prohibited. If you have 
received this email in error please delete it and notify the sender 
immediately. Before opening any mail and 
attachments please check them for viruses and defect.

---

___
UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org